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Title: Escalations & Exec Case Manager - NESO
Location:
Warwick, GB, CV34 6DA
Division: NESO Customer
Job Type: Full Time
Requisition Number: 68680
Department: ESO
Job Function: Customer Experience and Marketing
Description:
About The Role
National Energy System Operator (NESO) recognises the potential of bright and talented individuals, and we encourage you to join us as Great Britain’s energy system undergoes an ambitious, exciting, and vital transformation. Together with industry, we are creating a cleaner, more sustainable energy future.
We are looking for a proactive and detail-oriented Customer Service Case Manager to join our team within the NESO Customer Directorate. In this role, you will manage complex and sensitive customer cases from across the business, ensuring compliance with industry regulations and delivering a high standard of service. You will act as a key liaison between customers, internal departments, and regulatory bodies, ensuring that all cases are resolved efficiently, fairly, and in line with Ofgem and other regulatory requirements.
This role can be based from Wokingham or Warwick and we continue to offer hybrid working from office and home. We are open to full time and part time applicants, as well as flexible working arrangements.
About Us
National Energy System Operator’s (NESO) mission is to facilitate the decarbonisation of Great Britain’s energy network and ensure the delivery of reliable, affordable, and clean electricity for consumers. We work with stakeholders across the whole energy industry to plan for future network needs, using a wider adoption of technology and changes in consumer behaviour, as well as ensuring we have the right markets, networks, and frameworks in place, to transform the way we operate tomorrow.
Join us, and let’s energise progress.
energy, our future, together.
About The National Energy System Operator (NESO)
In Autumn of 2024, the ESO transitioned to National Energy System Operator, or NESO for short. Previously denoted as the Future System Operator (or FSO), the new National Energy System Operator is the independent body responsible for planning Great Britain’s electricity and gas networks and operating the electricity system.
The ESO, including all of its existing roles, are now at the heart of the new National Energy System Operator. As NESO, we will build on our existing roles, capabilities, and ways of working significantly to create an organisation the energy system and its users’ need. Our new capabilities will enable us to look across vectors, including electricity, natural gas and hydrogen, and crucially consider the trade-offs between them.
The organisation is set up as a public corporation with its own Board of independent directors, with complete operational independence from government, the regulator and any and all commercial interest. As was the ESO, NESO will be licenced and regulated by Ofgem through price control agreements and obligated to identify optimal solutions to system operations and planning in the most sustainable, affordable and secure way for all.
Key Accountabilities
* Manage a portfolio of customer cases, including complaints, billing disputes, service interruptions, and customer support.
* Ensure all case handling complies with Ofgem regulations, the Energy Ombudsman guidelines, and internal service level agreements (SLAs).
* Conduct thorough investigations into customer issues, coordinating with the different directorates throughout the NESO estate.
* Maintain accurate and detailed records in the case management system, ensuring audit readiness.
* Communicate clearly and empathetically with customers, providing regular updates and managing expectations.
* Escalate systemic issues and recurring complaints to management for root cause analysis and process improvement.
* Prepare case summaries and responses for regulatory reporting and external dispute resolution bodies.
* You may also be involved in a number of activities which don’t form part of your core role or accountabilities as instructed by your line manager.
About You
We’re forging the path, and we know we can’t do it alone. That’s why we need visionary minds like yours to join us on this transformative journey. In this case, we’re looking for someone who:
* Strong experience in a customer service or case management role, ideally within a regulated industry (energy, water, telecoms, etc.).
* Strong understanding of regulatory frameworks (e.g., Ofgem, Energy Ombudsman).
* Excellent communication and interpersonal skills.
* High attention to detail and strong organizational skills.
* Proficiency in CRM and case management systems (e.g., Salesforce, MS Dynamics).
* Ability to manage sensitive and high-pressure situations with professionalism and empathy.
What You'll Get
A competitive salary between £47,000 - £52,000pa – dependent on experience and capability.
As well as your base salary, you will receive a bonus based on company performance, 26 days annual leave as standard and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%.
As we work towards creating a cleaner, greener, and more affordable future for all, we also work towards creating a place for our teammates to belong, with professional and personal growth and positive well-being.
* Full support and career-development resources to expand your skills, enhance your expertise, and maximise your potential along your career journey.
* A diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table.
* Generous Total Rewards Plan – comprising of health, finance and wealth, work/life balance, and career benefits.
More Information
This role closes on 31st August 2025 at 23:59, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary. Interviews will be held 2nd or 3rd week in September
We work towards the highest standards in everything we do, including how we support, value and develop our people. Our aim is to encourage and support employees to thrive and be the best they can be. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds, and offer flexible and tailored support, at home and in the office.
We're committed to building a workforce that represents the communities we serve, and a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential.
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